Customer Effort Score

Find out why or why not Customer Effort Score (CES) outperforms Net Promoter and Customer Satisfaction scores. Is it better to satisfy rather than delight? Should 'making it easy' for your customers be your biggest priority?

Customer Effort Score (CES) is measured by asking a single question: “How much effort did you personally have to put forth to handle your request?”

14 April 2013

Is Customer Effort an appropriate measure to consider as a customer metric for businesses that are committed to developing a customer-centric organisation? Does it deliver financial benefits to those that invest in it?The answer to both questions is yes; but only once its role as a performance measurement tool is understood in the context of other key customer experience measures.